Professional Telephone Skills Training Course

Learn how to communicate more professionally on the telephone, manage difficult customers, improve your listening skills and much more with our 1-day, Professional Telephone Skills Course. This course was developed to help your staff conduct better, business-related phone conversations and provide excellent service and support via the telephone.

In this PD Training Signature Series course you will learn key skills like improving your phone "voice", what words should never be used, how to use effective questioning techniques, dealing with angry customers, what to say when leaving voicemails, staying in control of the call and much more.

This practical and engaging training course is available now throughout Australia, including Brisbane, Sydney, Melbourne, Adelaide, Parramatta, Canberra and Perth.

Please click on the Public Class tab below to view our Professional Telephone Skills Training course schedule by city or click the In-House Training tab to receive a free quote for courses delivered at your preferred location.

The best adult learning experience

PD Training is dedicated to immersive and inspirational learning experiences for busy adults.
We believe courseware should keep pace with changes in workplaces and technology.

So we have written our very own Signature Series that incorporates best practice in
modern learner engagement, and continually improves
based on trainer feedback, participant feedback and innovations in best practice.

Welcome to the best adult learning experience in the industry, we look forward to your feedback and suggestions.

Reviews

Professional Telephone Skills Training Course Reviews:

"I think it was a great training lesson. Not only did I receive phone skills, I believe I learnt values and lessons in Life. Leigh was very inspiring."

my-training.net

"Our presenter was very engaging, and said it how it is, so easy to imbed the information. She sat with us unless writing on the white board which gave a relaxing environment to learn in."

-Water NSW

"Great delivery, was kept engaged and not wanting to go to sleep, relevant and questions were answered effectively, educator was wonderful and easy to interact with."

-Water NSW

"I was lucky enough to be a participant in Jo’s training and from a personal perspective, we all found great understanding in the LDP Reports and Jo was thoroughly able to explain the differences between all achieving and relating dimensions, as well as an in-depth overview of the grid."

-Plantation Homes

"Candy was a lovely lady & great teacher, she used her own circumstances (wether true or false) to engage you in the training, I call this trick teaching. She is great trainer for your company."

-Multiarray

"I really like the way we were trained as it is not only practical but fun as well."

"Anita allowed the group to discuss items relative to us to resolve concerns, without rushing us to the next topic."

"The whole team was very engaged and enjoyed the course. The manual is very comprehensive and considering the amount of information, attendees might not refer to it afterwards. The submitted summary of the Stulz specific outcomes will be distributed to all attendees for easy and quick reference. Thanks to Anita!"

"I really enjoyed participating in the Professional Telephone Skills Training Course and found Anita to be very informative in delivering valuable information through her teaching. We can now all confidently implement her teachings in our work place. Anita is a professional,warm and fun person who was able to interact in a positive manner at all times with our group. Thanks Anita!"

-STULZ Australia Pty Ltd

"Candy was a fantastic trainer, she focused on what we felt we needed the most help with and then built on other topics. She was very enthusiastic and I really enjoyed the day."

-U-Tech Medical

"This course was modified to suit our industry to an acceptable level and gave intelligent content to suit DBC's needs."

-DBC Group Pty Ltd

"Anne is a great trainer, she really put so much effort into myself and the other student. She was enthusiastic and motivational! i really enjoyed my day at the course!"

-Individual Participant

"The student manual was very helpful with my learning. I felt that my trainer was very attentive to my learning needs and was very helpful in guiding me through the activities despite having two participants with very different styles; driver and counselor."

-The Salvation Army Special Search Service

"Fantastic Course. Loved it...definitely a course to recommend. I think I will be doing a refresher in 6 months...always have a second look!"

-Gippsland Tanks

"Anne is a great trainer, she really put so much effort into myself and the other students. She was enthusiastic and motivational! i really enjoyed my day at the course!"

-Individual Course Participant

"Thank you so much to our amazing trainer yesterday - For a subject that some may consider as 'boring', he made the atmosphere so fun and exciting. The way he presented the subjects was done with so much enthusiasm and he made the course fun. He really knew the subject matter which made it so much easier to understand and relate to. There was also a LOT of emphasis on what we as individuals wanted to know/learn and he made sure to cover everything that we needed to know more about. The course although with structure, was specified around what we wanted to focus on. Thank you so much."

-Upper Murray Seeds

"Profiling myself and my team members enables me to manage each individual accordingly."

"As a manger of customer service, it is a challenge getting current staff that have been loyal to the organisation for many years to be enthusiastic about these types of courses. From all staff that attended these sessions on Thursday 1st Sep, I had nothing but excellent feedback. Staff came back motivated and took on what they learnt. They were all very pleased how engaging the trainer was."

"I'm really glad I participated in this program. It taught me how to tackle difficult situations, some things I was doing wrong but didn't realise, and some general improvements. It also reassured me that many of the thing I am currently doing are correct. I specifically like the tips on what questions to ask certain patients (open and closed) and improving the 38% paraverbal communication."

-St Vincent's Private Hospital Melbourne

"Anne is a fantastic trainer who enforced the value of clear and precise communication. The most important aspect of this course, is learning that your attitude is vital to workplace happiness and productivity. This week alone has been less stressful because I'm changing my way of thinking towards my colleagues and work. Thank you for being a lovely teacher :)"

-RI Advice Wynyard

"During the course we were asked if we have ever listened to what we sound like on the phone, I have multiple times and laughed at how funny I sound. I wasn't aware I could change how I sounded although through this training I now have the tools to review how I portray myself over the phone and will be practicing and improving my manner. Thanks for your personal approach."

-Jones Howard Chartered Accountants

"Was fruitful and came across interactions to resolve the issues that we come across in workplace."

-Corrosion Control Engineering

"I find it interesting how on the day I thought "Oh yes, I knew this but didn't think of it that way". The more days that pass the more I come to realise that being aware of it is the key and I may have "known" but I really didn't. Now the trick is to put it all into practice!"

-Computer Merchants

"Nice classroom with great services including teaching."

-Individual Course Participant

"I enjoyed the course tremendously, I would recommend this training company to anyone who wants to improve their skills, I learnt a lot, not only how to polish my telephone skill but also about myself, I enjoyed the profiling we where encouraged to do, it was a very easy, relaxed but professional atmosphere, and a big thumps up to Derek the trainer, he was great and easy to get along with, the food was great and very healthy, the venue was in a great location very easy to get to."

-Cricks Highway

"I found Karen really helpful and supportive, great trainer!"

-Department of Health & Human Services

"Trainer was very knowledgeable as well as friendly and engaging. Loved my time with him! :)"

-Brisbane Housing Company

"Josh is a passionate and engaged facilitator and the key concepts he presented were of interest to me. "

"I thought this was a great training course. I was expecting the 1980 version of Telephone skill but was surprised to see a very modern look at how we communicate with other people. Loved it."

-ADP

"This would be the best CC Training Course I have attended. We had a great Trainer but because this course was tailored to suit our customers."

-Department Of Premier And Cabinet

"Course was great, learnt awesome lines to say to customers."

-HR Products

"The training course is very useful for me. The trainer is very professional. Thanks Ms Ann."

-Evo Metalworks

"I really liked the idea of profile markers. This may not be something I use in my everyday phone communications however, it is something I will use when addressing colleagues and stakeholders in a professional and even personal environment."

-ABF

"It was very informational. Great day. Derrick is a great teacher and I would love to do other courses through his company."

-Baywood Products

"It was a good course, especially when you get introduced to thinking about the 3 aspects of skills, knowledge and attitude in the work environment as a whole."

-ABF

"Very happy with the outcome. The trainer was very helpful, initially with ensuring we had the best course lined up to suit our needs and then on the day by delivering the training in a fun, approachable manner. The course content was appropriate and by ensuring she had asked for enough detail beforehand Anne was able to put a little more emphasis and time on the areas that we needed making the course well worth it both from a participants perspective and from the businesses perspective."

"I'm more mindful when speaking to customers by keeping in mind the 4 personal markers."

-Hy-Tec Industries NSW

"Trainer and course content was excellent. I thought the training was excellent and my team enjoyed it and came away with new tools to use in their work. I did too!"

"I have completed similar courses in this area over the years. I enjoyed this one. The trainer kept you engaged and this of course is most important so you can absorb the information she is providing. Great Job."

-NSW Nurses & Midwive's Association

"The training was delivered with a good pace and was very interesting. The LDP profile information was particularly informative and relevant."

-Small Business Development Corporation

"I thoroughly enjoyed this course and would recommend it to others in a heartbeat. Joe the trainer made the content fun, interactive and engaging. At no time did I ever feel sleepy or bored. I liked the emphasis on personality types, general professionalism in the workplace, and transforming unconstructive talk using more positive phrases. Joe is a true asset to PDT."

-Law Enforcement Conduct Commission

"Course was very good and informative I think I can say that everyone in our group realised that there was only a few minor changes on handling customers and that most of the techniques we have put into place have been implicated correctly. We also learnt a few different techniques and ideas. Enjoyed the course , good team building and Charlene the presenter was easy to listen to and great at including everyone’s input."

-Infringement Management and Operations WAPOL

"I found each aspect of the course informative and practical. It is very helpful to refresh knowledge about communication skills. I can apply and incorporate the skills into the daily tasks of my role."

"Structure of the training was very good. Range of activities was excellent and kept me engaged. Thoroughly enjoyed the training yesterday. Jo is a fantastic facilitator, very engaging & high energy >> a great representative for your organisation."

"The instructor was very good, amusing, interesting, informed. I have a great deal of experience in telephone work and still found myself engaged."

-Registered Organisations Commission

"Course material very clear. Karen checked in with all participants on a regular basis to ensure objectives were being met."

-Independent Schools Victoria

"Found the personality types really interesting."

"PD Training and our instructor have both been very accommodating in tailoring the course to suit our needs."

"All content was very well articulated and relevant."

-Share and Care Community Services Group

"Great everyday tips and information provided."

-Independent Schools Victoria

"All good."

"I thoroughly enjoyed this course and our trainer."

-Share and Care Community Services Group

"All content was relevant to my daily activities. Highlighted some areas that myself and other staff could improve upon. Gave staff useful and important knowledge about customer service.

"It was a good revision of some things that we already knew but may have not always been using. The manual to refer to is good."

"Have had 30 yrs experience in our department I think I have a good knowledge on phones and dealing with the public. However, it was a great refresh and I did pick up a few good ideas."

-South Australian Medical Imaging

"We need more people like her. She was very funny and made learning fun."

-UHY Haines Norton

"Trainer was enthusiastic, knowledgeable and really effectively managed the participants to get the best out of them."

"Trainer provided specific feedback on useful tips staff can use when answering calls. Very helpful."

Fair Work Commission

"All of it was beneficial and open and close questions were useful and I didn't think about until yesterday."

Attorney-General's Department SA - Consumer and Business Services

The course delivered linked back to and was referred to our company statement. The trainer was very easy to talk to and tailored our training to our needs, products and services. Thank you.

-WINenergy Pty Ltd

The course was a great tool to reinforce current practice, build confidence and offer alternatives and skills to the staff in the front line - thank you.

-WINenergy Pty Ltd

All involved enjoyed the training course now itÆs up to the staff to take these tools and apply it to their daily work. Joseph catered the course for the different issues we are having in our office in regards to the phones and delivered it well. We found the training course very useful and relevant for our work. Joseph was very clear with his communication and it was great that the course was interactive. All staff that attended were very pleased with the presentation.

-Bible Society Australia

I was very impressed at how helpful the pd training staff were while organising the training course. The confirmation and follow-up calls were much appreciated.

-Freshcare Ltd

Anne was great! Delivered exactly what we wanted! I am very happy with the result.

-Wesfarmers General Insurance Ltd

Karen, our trainer, was very easy to listen to and I was very impressed with the way she integrated the material I had given her prior to the course, which covered our specific issues. Would be very happy to have Karen attend here again. Most enjoyable.

-Salesian College

The whole experience and content was excellent Thanks very muuch!

-Southcott Hydraulics

Loved the trainer and would ask for her again when we do our next workshop through you.

-RT Health Fund

I would like to thank Anne for all her help prior to the training and also for her delivery of the session which was excellent. Provided training in a very relaxed and enjoyable atmosphere - trainer talked with us not at us.

-Cegedim RM

It is an absolute pleasure working with Karen and Anne. No matter how demanding I am with our training requests, they are able to provide an outstanding solution - and with the best of service and humour.

-Wesfarmers General Insurance Ltd

Excellent training, well worth it!

-Downer EDI Engineering Pty Ltd

The Lego and play-do is excellent. But seriously, great training and delivery! Cheers.

-Department of Infrastructure and Transport

Ross was an exceptional presenter. His energy and knowledge were beyond reproach.

-Department of Infrastructure and Transport

Trainer was fantastic and engaged with everyone in the room. Would recommend pd training to others.

-Department of Infrastructure and Transport

Ross was fabulous, easy going, and the feedback from staff is the most positive I've heard. Usually they are a pretty cynical bunch about training, but they really enjoyed the training and got a lot from it.

-Office of the Registrar of Indigenous Corporations

It was an awesome session, even though we had little time, I really enjoyed it. The most important thing that I learned was "Treat people the way they want to be treated not the way you want yourself to be treated".

-Hastings Deering (Aust) Ltd

I thought Annette's enthusiasm was infectious. She kept us on track and interested. I think she is the best trainer I've ever done a course with.

-Hastings Deering (Aust) Ltd

I was delighted with the day and gained so much that I will apply to my position. Karen was an outstanding presenter and I will now look to undertake other courses. With thanks.

-Haileybury

We will definitely use you again for the Professional Telephone course as the notes and de-brief from the candidate was very comprehensive.

-Altitude Financial Group

Megan allowed me to ask her any specific questions I had related to the course topic. She also tailored the course to suit our needs. The venue was amazing. I have never seen such a fun reception area in my life! There were too many lollies though. It's hard to concentrate when you're having a sugar crash after a morning tea consisting of chocolate bars. Was glad that some fruit was served as well... The manual is useful and I have already started referring back to it for key information we learned at the course. Thanks for a great day.

-APP Corporation Pty Ltd

Karen was a delight to have a as trainer, she was enthusiastic and very helpful and the lunch that pd training provided was excellent.

-MatchWorks

It was a good day of refreshing existing skills & also learning & utilising new ones! Also Ryan (who I originally spoke to when enquiring about the course) was extremely helpful & professional & followed up with me 2 days after the course.

-Downer EDI Engineering

I learnt a lot from the course and also had fun whilst doing it.

-Altitude Financial Group

Very impressed with the course. Not only did I learn a lot, but I had fun also. The group size was perfect and everyone was made to feel welcome and at ease.

-Fisher Adams Kelly

The Course was very helpful and has given me a better understanding with how to deal with difficult customers. Also a big thank you to Karen who was a wonderful teacher.

-Downer EDI Engineering

I thoroughly enjoyed the course. The trainer could not have done anything better if she tried as she was awesome.

-Vadals

The course was very engaging and the facilitator was extremely helpful.

-Aftercare

The course was delivered professionally on all fronts and was packaged with extra value through the good humour and social intelligence of the trainer. I enjoyed the training and appreciated your good trainer.

-Aftercare

The best training and active from the start to the end, She takes the attention from start to the end of time, Well done.

Course Outline - Professional Telephone Skills Training Course

Foreword:

This Telephone Skills Training course will provide your staff with the skills they need to handle phone calls professionally. This will ensure that a positive image of your organisation is reinforced and strengthened with every conversation.

The telephone etiquette displayed by employees is indicative of a staff's willingness and ability to efficiently assist customers. The skills and attitude projected over the telephone can form a lasting impression in the minds of customers, making it a critical and memorable customer experience.

Virtual teams are becoming the norm rather than the exception, and one of their primary channels of communication is the telephone. Hence, it is imperative for virtual employees to also have a good understanding of business telephone etiquette in order to provide the best outcome for the customer.